Strategic Customer Ambassador

9 hours ago

San Fernando, Central Luzon, Philippines beBeeExperience Full time $70,000 - $100,000
Customer Experience Manager

At Pro Coffee Gear, we are seeking a seasoned Customer Experience professional to lead and evolve our global customer experience function. This strategic role drives satisfaction, loyalty, and operational excellence throughout the customer journey.

Key Responsibilities:
  • CUSTOMER SUCCESS LEADERSHIP- End-to-end ownership of customer experience and definition of scalable strategies to support growth.
  • Sales Enablement & Channel Coordination- Consultative sales process enablement through client communications across email, SMS, and social platforms. Oversight of quote and invoice creation using Shopify, QuickBooks, and other tools. Support third-party and social commerce sales channels in coordination with marketing and sales teams.
  • Post-Sales Operations & Aftersales Support- Management of client onboarding and equipment setup, coordinating installations with technical service partners. Response to customer inquiries regarding product use, service needs, and ongoing support. Facilitation of additional orders of accessories, filters, or parts.
  • Shipping, Damage, and Returns Management- Leadership of customer communications related to logistics, damages, and return claims. Collaboration with logistics teams to ensure fast, clear resolutions and optimization of related processes.
  • Process Improvement- Monitoring of recurring operational pain points and identification of opportunities for automation or process streamlining. Cross-functional collaboration to implement improvements that enhance internal efficiency and client experience.
Requirements:
  • Minimum 5 years of experience in a client-facing operations or customer success role, with at least 2 years in a leadership capacity.
  • Background in e-commerce operations; Shopify and QuickBooks experience strongly preferred.
  • Outstanding written and verbal communication skills.
  • Strong analytical and problem-solving skills with attention to detail.
  • Familiarity with professional coffee equipment or the specialty coffee industry is a significant advantage.
What We Offer:
  • A remote-first, globally distributed team and flexible work environment.
  • The opportunity to lead a high-impact function within a fast-growing brand.
  • A collaborative, passionate culture driven by innovation and a love for coffee.

Important: All applicants must submit their CV in English.

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